Workgroups

A workgroup is the team that handles a project’s cases. Build it once and use it in as many projects as you like, or build a new one for each project.

Every project needs a workgroup before you can define its alert rules.

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Roles

Each member is an Admin or a Resource.

Role	What they can do
Admin	Assign and reassign cases to anyone in the workgroup.
Resource	Take cases for themselves. They can’t assign cases to anyone else.

Both roles can update a case’s status and add notes. See Manage cases.

Have a backup Admin

Give at least two people the Admin role, so cases can still be reassigned when someone’s on leave or leaves your organization.

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Create a workgroup

1. Click the arrow next to Create Project - At the top of the Case Manager home page, then choose Create Workgroup.
2. Name it - Fill in Work Group Name in the New Work Group dialog and click OK. The workgroup opens.
3. Add members - Click Add Member. See Add a member.
4. Click SAVE

You can also create a workgroup while setting up a project. See Assign a workgroup to a project.

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Add a member

1. Click Add Member - The Add Workgroup Member dialog opens.
2. Choose the person - Pick someone from Select Person, or fill in their First Name, Last Name and Email to add someone new. You can add people who don’t have access to your HumanListening account yet.
3. Choose their Permission - Admin or Resource. New members are a Resource unless you change it.
4. Click SAVE

When you add someone new, you’ll see “Success! Person was added to the Database.” They’re then available in Select Person for other workgroups.

Edit or remove a member

• Click the edit icon on a member’s row to change their name or permission. You can’t change their email.
• Click the delete icon to remove them from the workgroup.

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Edit a workgroup

1. Open the workgroup - On the Case Manager home page, click View or Edit on the workgroup’s row.
2. Make your changes - Change the Workgroup Name, or add, edit and remove members.
3. Click SAVE

Changes apply to every project

A workgroup can be used by several projects. Changes to it apply to all of them, so check which projects use it first.

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Assign a workgroup to a project

This is step 2 of creating a project.

1. Click Add a Workgroup - On the project setup page. It opens once you’ve chosen your source data.
2. Choose New Workgroup or Existing Workgroup
   • New Workgroup: fill in Workgroup Name, then click Add Member for each person. See Add a member.
   • Existing Workgroup: choose it from Search Available Workgroups. Its members are listed so you can check them, and you can add, edit or remove members here too.
3. Click SAVE

When you remove a member here, you’ll see Remove Member: “Are you sure you want to remove this Member from the Workgroup?” Click YES.

When you publish the project, everyone in its workgroup gets access to the project’s dashboard.

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Frequently asked questions

Why can’t I assign a case to someone else?

You’re a Resource in the workgroup. Resources can only take cases for themselves. Ask a workgroup Admin to reassign it.

Why can’t I see Route To members in my alert rules?

Route To lists the members of the project’s workgroup. Assign a workgroup with at least one member first.

Can someone be in more than one workgroup?

Yes. Add them to each workgroup they need to be in, with the role they need there.